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Service Support Manager




Job Type








Higher Education



Maintenance management

Your new company

Riverview Recruitment are delighted to partner with The University of Surrey in supporting their recruitment of a Service Support Manager professional to join their estates division to support the Operations Maintenance Manager. It is among the leading Universities in the UK with around 16,800 students and an annual contribution of £1.7bn to the national economy. Located in the heart of Guildford on the beautiful Stag Hill campus.

The Estates, Facilities & Commercial Services department have evolved their systems to deliver a modern, efficient and excellent maintenance service for staff, students and visitors in this most dynamic and attractive location. You will be part of a growing estates team, responsible for looking after the maintenance strategy requirements within; accommodation, academic services, health centres, laboratories and research centres. There is also a leading sports park with a 50m athletic swimming pool and medical centres.

Your new role

As the Service Support Manager, you will be working in conjunction with the Operations Maintenance Manager for planning/delivering operational/maintenance objectives in order to meet the University’s maintenance strategy and to ensure it is undertaken in the most efficient and effective way. You will provide the line management and direction to a range of multi-disciplined technicians providing reactive and planned maintenance to a number of specialist areas across the University, including the delivery of surveys, writing, implementing and managing the requirements of HSG275 (Legionella water Management – L8.) The role will be based on the Stag Hill Campus but will include the delivery of the service across the whole campus. The post holder will be expected to plan, prioritise, coordinate and allocate work to ensure the safe, efficient and effective provision of the maintenance service aligned at all time to the organisational H&S policy and contract management protocols.

Key responsibilities:

1.The effective and efficient deployment of resources to meet the operational needs. Monitor, review and analyse performance through the use of the department’s CAFM system and with other related tools to manage productivity and performance of the team.

2.Mange and support operational staff, contractors and colleagues to provide an effective and value for money service. Ensure maintenance services are implemented in line with departmental/statutory policies’ maintaining a keen focus on stakeholder satisfaction from an internal and external perspective.

3.Manage day to day priorities to ensure the maintenance service team remain focused on business critical and operational urgent activities, including all statutory responsibilities.

4.Regular liaison with faculty and department managers to ensure they are fully up to date on matters concerning their buildings and that all aspects of the maintenance activities planned in their areas.

5.Regular and frequent liaison with the helpdesk to ensure backlogs are kept to a minimum and issues arising are escalated to the Operations Maintenance Manager.

6.Ownership of performance and dashboard data (KPI/SLA’s) for their specific areas, providing accurate and detailed reports on issues or emergency problems that effect team performance.

7.Manage staff sickness/absence/capabilities appropriately using the data and systems available.

8.Working with the engineering team support the preparation of contract/specification documentation and when required the tender process. Manage/monitor contractor’s performance reporting to the engineering team as required on H&S, value for money and effectiveness.

What you'll need to succeed

·IOSH General Certificate in H&S or equivalent

Ideally have the following but not essential;

·Minimum C&G’s “Legionella Risk Assessment of commercial Hot and cold-water systems” (BS8580-1:2019) or equal.

·C&G’s or equal in: - Legionella and ACOPL8 Awareness (HSG274); Management of legionella bacteria in hot and cold-water systems and Legionellosis: cooling towers, management and control

·Thorough knowledge and understanding of the work practices, processes and procedures relevant to the role, which may include broader sector/commercial awareness

·Good understanding of modern PPM processes and management techniques

·Good understanding of other engineering services and building design not covered in their primary discipline

·Experience of budget management and meeting financial objectives across a range of demanding priorities

·Must be able to drive and hold a current full EU license or equivalent permanent licence.

What you will get in return


·Incredibly generous University Pension with up to 18% employer contribution.

·40 Days Holiday

·Onsite parking

·Discount membership for Surrey Sports Park

·Discounted onsite Nursery

·Yearly Health Surveillance

·Training in relevant areas

Job Reference : 


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